Strikedeck today launched a self-service edition of its customer success platform that is hosted on the Amazon Web Services (AWS) public cloud.
Company CEO Shreesha Ramdas says the cloud-based instance of the company’s platform, dubbed Strikedeck Blitz, is primarily aimed at small-to-medium-sized businesses (SMB) that typically would not have the IT resources and expertise required to set up the on-premises edition of the company’s namesake customer success platform.
The Strikedeck platform makes use of machine learning algorithms to identify the journey an organization’s best customers have taken as part of an effort to make it simpler for organizations to replicate that experience with other customers. The Strikedeck platform includes workflow automation tools, predictive analytics, usage tracking, instant surveys, and the ability to personalize customer interactions.
Ramdas says customer success platforms don’t necessarily replace the need for customer relationship management (CRM) applications. Rather, CRM applications, email and spreadsheets are all data sources for the Strikedeck platforms.
“We operationalize customer information in one place,” says Ramdas.
At a time when organizations are starting to invest millions of dollars in digital transformation projects to maximize the amount of revenue generated per customer by engaging with them more deeply using various digital platforms, the emergence of customer success platforms provides an alternative to investing in integrating various CRM and marketing automation platforms to achieve that goal. While most of those integration efforts eventually yield results, the time and effort required to integrate those applications can take years to achieve.
It’s still early days in terms of adoption of customer success platforms. Not only are there several companies trying to establish the need for such platforms, larger companies such as SAP and Oracle have already signaled their interest in moving beyond the capabilities found in the typical CRM application. The one thing that is for certain is that any path toward maximizing the value of existing customers that turns out to be simpler to implement is likely to gain a significant amount of traction in the months and years ahead.